• Service Delivery Executive

    Posted Date 2 weeks ago(10/5/2018 1:41 PM)
    Posting Location
    Akron, OH
    Req #
    Information Technology
  • Overview

    Overall Job Summary:


    The Service Delivery Manager is the internal SPOC (Single Point of Contact) for all client on-site services provided and to build and maintain a positive relationship with the client.  Ensures operations run as planned by answering questions, increasing productivity in existing processes, systems training, and problem resolution. Assures timeline compliance.


    Key Roles & Responsibilities:                                                 

    • Service Level Agreement (SLA) achievement through onsite, Remote Services, and Shared Services
    • Operational governance – daily& weekly
    • Volumes to revenue forecasting for existing clients:
      • Starts with delivery provides Program Management actual volumes and how they see forecasting trends based on prior volumes, seasonality, etc.
      • Program Management inserts any info gathered from the client like new app releases, end-user adds/takeouts, etc. Program Management feeds this back to Delivery.
      • Revenue forecasting starts with Program Management. Program Management forecasts revenue based on volume data and provides Delivery the information.
    • Develops implementation/delivery plans.
    • Assists in budget development for assigned area of service delivery and continual monitoring for financial compliance.
    • Manage a team of direct reports, along with matrix relationships specific to role. Gives input to senior management on performance of assigned staff.
      • Provides leadership to associates and manages any personnel or discipline issues that may arise.
      • Controls hiring and terminations as needed. Reviews and approves all personnel administrative duties, such as weekly time keeping, vacation scheduling, performance evaluations, annual reviews, etc.
      • Provides training, coaching, and counseling to subordinates for continuous improvement.


    Qualifications and Skills:

    • Degree preferred or equivalent technical capabilities/certifications in IT
    • 3-7 years of comparable experience
    • Good problem solving, organizational, and analytical skills are also required, with the leadership ability to gain buy in or acceptance in regards to change
    • Adaptability to a changing environment and ability to flex communication style as appropriate
    • Attention to detail, with a focus on interpreting results from data available
    • Ability to identify and guard confidential information
    • Problem solving capabilities, which includes using several methods to help diagnose the opportunity with general focus on operational efficiency

    Core Competencies:


    • Demonstrated ability to read, interpret and apply (policies and legal instructions, or technical documents) in English, and other languages as deemed appropriate for select roles
    • Ability communicate difficult information in a neutral and professional manner
    • Style that allows one to remain calm in emotionally-charged situations, while managing simultaneous and conflicting priorities in an effective manner
    • Keenly aware of deadlines and with skills necessary to pivot priorities to remain on track  
    • Experience to identify and protect confidential information


    Key Metrics: 

    • Contract specific service level agreements (SLA’s)
    • Client satisfaction targets, specific to contracts terms, and reviewed with the program manages on a consistent basis. 

     #CB #LI















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